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General Topics




About BoxWave
1.  About BoxWave




Orders
1.  When will my order be processed?
2.  How do I make changes to my order?
3.  Will I be notified when my order is submitted or shipped?
4.  How do I cancel my order?
5.  Where is my order?
6.  Besides ordering online, could I order any other way?
7.  How do I get a copy of my invoice/receipt?
8.  How do I know if ordering online is secure?
9.  My order is currently in preordered status. What does that mean?




Sales Tax
1.  Does BoxWave charge sales tax?




Shipping
1.  When will my order be shipped?
2.  Do you ship outside of United States?
3.  When will my order be delivered? Which shipping courier was used to ship my order?
4.  How can I request Saturday delivery?
5.  Where can I find my tracking information?
6.  Why is there no update to my tracking information?
7.  Is there a signature confirmation required for my delivery?
8.  Can I pick up an order from your office?
9.  Do you have any physical retail stores?
10.  How much do you charge for shipping?
11.  Where are you shipping your products from?




Other Ways to Order
1.  Besides ordering online, could I order any other way?




Billing
1.  I was charged twice for my order. Help!
2.  My credit card was declined but the charges showed up on my account?
3.  Do you accept other payment methods other than a credit/debit card?
4.  When will I be charged for my order?
5.  Am I charged for pre-order or backorder items?
6.  Why was I charged when the item was discontinued?




Return Policy
1.  The BoxWave Promise
2.  Product Warranty
3.  Is it mandatory to have an RMA number in order to return a product to BoxWave Corporation?
4.  How do I acquire a Return Merchandise Authorization number (RMA #)?
5.  Is it necessary to return each individual accessory that came with the product when I send in a return?
6.  What is the return policy on bundle purchases?
7.  Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
8.  Approximately how long does it take for BoxWave to process an RMA?
9.  How is a refund/credit applied?
10.  How do I return my order?
11.  How do I cancel my order?
12.  BoxWave Holiday Return Policy





> About BoxWave

1. About BoxWave
BoxWave is an industry endorsed, multi award-winning accessories provider for handheld devices like the iPhone, Treo 750, and 8525. From CNBC to Engadget, Handheld Computing Magazine to PC Today, our accessories have been recognized and featured by industry leaders on numerous occasions.

Established in 2002, BoxWave has become the ultimate source for the most innovative accessories for handheld devices of all categories, including cell phones, PDA's, smartphones, media players, gaming devices, GPS devices, UMPC's, Tablet PC's and more.  BoxWave offers one of the most comprehensive list of devices supported, and this list continues to expand as we update our products daily with the newest and most popular gadgets.

In addition to supporting a wide range of devices, BoxWave also offers products of the highest quality in the market.  Any purchases from BoxWave (made from BoxWave) are backed by unparalleled customer service, and a robust return policy and warranty.

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> Orders

1. When will my order be processed?
Orders are processed Monday through Friday. Orders placed on the weekends or holidays will be processed on the following business day.

2. How do I make changes to my order?
You can submit your order change request via the Email Form. We strive to respond and process these requests quickly. However, please note that we cannot change any orders that are already processed. Your order is essentially finalized as it is placed, we cannot compensate for any order change requests submitted but not granted.

3. Will I be notified when my order is submitted or shipped?
After your credit card information has been verified, you will automatically be sent an email confirmation. You will also receive a follow-up shipment notification email, at the email address provided with your order, when your order is shipped.

4. How do I cancel my order?
You can submit your order change request via the Email Form. We strive to respond and process these requests quickly. However, please note that we cannot change any order that has already been processed. Your order is essentially finalized as it is placed, we cannot compensate for any order change requests submitted but not granted.

5. Where is my order?
Please go to Order Status and log on to the Order Details page. You will find a tracking link if tracking service is included with the shipping method you selected.

6. Besides ordering online, could I order any other way?
If you feel uncomfortable submitting your credit card information on the Web, you can use one of the following ways to place your order:

To order by fax, please send your credit card information and order details to: (425) 828-6648.

To order by postal mail, please mail your order with payment to:

BoxWave Corporation
ATTN: Sales
11410 NE 124th St #703
Kirkland, WA 98034-4305
United States of America

Please note that orders placed with either of these methods may take an additional 24-48 hours to process.

7. How do I get a copy of my invoice/receipt?
All invoices and receipts are stored and available online. To view your invoice, please go to our Order Status page.

You can log in with your order number and your billing zip code/email address on file. You can then print out an invoice or receipt for any filing purposes.

8. How do I know if ordering online is secure?
Protecting your information is a priority at BoxWave. We use Secure Sockets Layer (SSL) to encrypt your credit card number, name and address, to ensure that only BoxWave is able to decode your information.

To be sure your connection is secure, look at the bottom status bar of your browser window.  If you see an unbroken key or a closed lock (depending on your browser), the SSL is active and your information is secure.  Most browsers offer additional security alerts as well.

With regard to overall security, we always use industry standard encryption technologies when transferring and receiving data exchanged with our site.  The facilities that house our servers are physically secured to protect against the loss, misuse or alteration of all data and information collected.

9. My order is currently in preordered status. What does that mean?
Please check the product page of the item you have ordered for an expected ship date. We offer products for pre-order so that you are able to place an order before the item is available for shipment, enabling your order to process and ship as a priority once the pre-ordered item becomes available. When a pre-order item is placed with other in-stock items, your order will ship out together with the pre-order item once it becomes available, unless otherwise requested. Please note that additional shipping and handling charges may apply when requesting to ship products separately. If you would like to make any changes to your order, please submit your order change request via the Email Form to ensure they are processed promptly.

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> Sales Tax

1. Does BoxWave charge sales tax?
A 9.5% sales tax is charged for any order shipping to Washington state.  If you are a Washington state tax exempt institute, please contact sales@boxwave.com with valid documentation in order to receive a refund on your order.

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> Shipping

1. When will my order be shipped?
All orders are processed within 24 to 48 hours (during business days). Express orders must be placed by 10am PST to be processed within the same day. Express orders placed after 10am PST will be processed the next business day. If your order is placed after 10am PST, but before 3pm PST, we may be able to accommodate same day shipping upon request. Please submit your request via the Email Form.

2. Do you ship outside of United States?
We ship our products worldwide. The shipping and handling cost depends on your order and the shipping method you choose. You can calculate the exact cost of an order including the shipping and handling charge using our checkout page. Please select INTERNATIONAL as your shipping zone. Please also see Question #3 for more information regarding the shipping time for international orders.

Standard international shipping option is via USPS (10-18 days). We also offer an express shipping option via DHL Worldwide Express (2 to 4 business days).

3. When will my order be delivered? Which shipping courier was used to ship my order?
Here are the estimated delivery time for different shipping zones and shipping methods. Please note that, for standard shipping methods, the delivery timeframe is an estimate and not a guaranteed date. Express shipping options including US 2nd day, Overnight and international express provide guarantee delivery date service.

For US orders:

  • Standard (via USPS First Class or UPS Ground)

  • West Coast - 2 to 4 business days
    Other areas - 5 to 7 business days

  • Priority (via UPS - with tracking)

  • 3-5 business days

  • 2nd Day (via UPS - with tracking)

  • 2nd business day, no Saturday delivery, no PO/APO box deliveries, not available for Hawaii, Guam or Puerto Rico

  • Overnight (via UPS - with tracking)

  • Next business day, no Saturday delivery, no PO/APO Box deliveries, not available for Guam or Puerto Rico

    Guam and Puerto Rico are considered as “international shipping zones” by express couriers. You may upgrade to UPS Worldwide Express to ensure 2 to 4 business day’s delivery time at an additional cost; or, you can also change your shipping method to standard US shipping via USPS.

    For International orders:

  • Canada - Standard (via USPS, no tracking)

  • 7 to 14 days

  • Other countries - Standard (via USPS, no tracking)

  • 10 to 18 days

  • Priority (via USPS - with tracking)

  • 8-14 days

  • Express (via DHL Worldwide Express - with tracking)

  • 2 to 4 business days

    Certain countries (e.g., Portugal, Spain, Italy, India) often experience longer than usual shipping time (more than 4 weeks) via standard shipping method. So it is recommended that you upgrade to the express or priority shipping option to ensure that your package will arrive promptly.

    4. How can I request Saturday delivery?
    Saturday delivery option is available upon request for $25 in addition to the Overnight Delivery cost. When placing your order, please type in your request in the Special Instruction space to give BoxWave your consent to charge the additional fee to your credit card manually. If you have already placed an order, you must submit your request via the Email Form. Please note that express orders are processed immediately so we may not be able to accommodate your request if it is received after your order is processed.

    5. Where can I find my tracking information?
    Please go to the Order Status page and log on to view your order details. You will find a tracking link if tracking service is included with your selected shipping method.

    6. Why is there no update to my tracking information?
    Oftentimes, USPS only updates tracking information once a package has arrived to the destination local post office. This may take days after the package has been shipped. Please allow a few more days for an update to take place. If you do not see an update for more than 7 business days, please contact customer service via the Email Form for further assistance.

    7. Is there a signature confirmation required for my delivery?
    Orders over a certain weight require a signature confirmation upon delivery. If you are unable to sign for your delivery, please check the “Waive Signature Confirmation” box when placing your order - this check box is located under the billing information section when checking out. Please note that by authorizing the package to be left at your door, you alleviate the responsibility from BoxWave or the shipping courier for lost or stolen packages.

    If you have already placed an order and would like to waive the signature requirement, please submit your request via the Email Form.

    If the shipping courier has already attempted delivery, you may leave a note with your signature at your door to authorize the package to be left without a signature requirement. If the shipping courier in your area does not allow removing the signature requirement with a note on the door, you can contact us via the Email Form to request assistance. Again, by authorizing the package to be left at your door, you alleviate the responsibility from BoxWave or the shipping courier for any lost or stolen packages.

    8. Can I pick up an order from your office?
    Our office location is not licensed as a storefront, therefore we cannot allow local pick-ups. If you live within the Seattle area, the standard shipping option normally delivers within 2 business days.

    9. Do you have any physical retail stores?
    Currently, we do not have any physical retail stores. All BoxWave products are available for you to order online.

    10. How much do you charge for shipping?
    Shipping and handling charge depends on the value and weight of your order; it also depends on the shipping method you choose. You can calculate the exact shipping cost of an order using our shopping cart. You can review the shipping and handling charge before placing an order.

    The shipping and handling charge of an order includes not only the postage and freight but also the packaging and handling labor costs.

    11. Where are you shipping your products from?
    Our warehouse is currently located near Seattle, WA where we fulfill orders everyday.

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    > Other Ways to Order

    1. Besides ordering online, could I order any other way?
    You may FAX or mail in your order with a BoxWave order form. Please use our checkout page to calculate the total cost of your order including shipping and handling - you can then use this information to fill out a BoxWave Order Form. Click here to download a BoxWave Order Form.

    Our FAX number is 425-828-6648.

    Our mailing address is:

    BoxWave Corporation
    ATTN: Sales
    11410 NE 124th St #703
    Kirkland, WA 98034-4305
    United States of America

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    > Billing

    1. I was charged twice for my order. Help!
    If you are certain that you’ve only placed one order and received only one order confirmation email, it is most likely that the problem occurred on your credit card company's end.

    When a customer places an order with us, the credit card transaction is sent to the issuing bank of customer's credit card for verification. The bank then performs two verification checks on the credit card:

    STEP 1: Check the validity of the credit card number.  If the credit card number is valid, then the credit card's issuing bank places a "hold" on the transaction amount (i.e., charge the credit card).

    STEP 2: Verify the address assigned to the credit card.  If the address verification step fails, then the transaction is DECLINED and the credit card's issuing bank is responsible for "reversing" the charge.

    The problem that you may be facing is that the bank has placed a hold/charge on your credit card, but has not yet reversed the charge after the address verification process. According to the credit card processing company, it takes approximately 2 to 30 days for the charge to be reversed by the credit card's issuing bank. Therefore, although it may take a while, the duplicate pending charge that you see on your statement will be reversed.

    2. My credit card was declined but the charges showed up on my account?
    If you received a declined credit card message when trying to place your order, the transaction did not go through and our credit card processing company did not receive the funds. The issue with the pending charges probably occurred on your credit card company's end.

    When a customer places an order with us, the credit card transaction is sent to the issuing bank of customer's credit card for verification. The bank then performs two verification checks on the credit card:

    STEP 1: Check the validity of the credit card number. If the credit card number is valid, then the credit card's issuing bank places a "hold" on the transaction amount (i.e., charge the credit card).

    STEP 2: Verify the address assigned to the credit card. If the address verification step fails, then the transaction is DECLINED and the credit card's issuing bank is responsible for "reversing" the charge.

    The problem that you may be facing is that the bank has placed a hold/charge on your credit card, but has not yet reversed the charge after the address verification process. According to the credit card processing company, it takes approximately 2 to 30 days for the charge to be reversed by the credit card's issuing bank. Therefore, although it may take a while, the duplicate pending charge that you see on your statement will be reversed.

    If your order was declined due to an AVS mismatch (i.e., mismatching billing address was entered), please check with your credit card's issuing bank to verify the billing address that is on file for you.

    3. Do you accept other payment methods other than a credit/debit card?
    Yes. We accept money orders, corporate checks, PayPal payments and wire transfers. For any of these options, please fill out a BoxWave order form and send it to customer service via email, FAX or mail so we may set up an invoice for you.

    Please make your money order or check payable to BoxWave Corporation. Our PayPal account is paypalcom@boxwave.com. For the wire transfer option, you must first contact customer service to set up an invoice. There is a $55 wire transfer banking fee in addition to your subtotal plus shipping and handling.

    Our FAX number is 425-828-6648.

    Our mailing address is:

    BoxWave Corporation
    ATTN: Sales
    11410 NE 124th St #703
    Kirkland, WA 98034-4305
    United States of America

    4. When will I be charged for my order?
    All orders placed through our website are immediately charged to your account to avoid any delays once the order has been processed and is ready for shipment. You may still request changes or cancellation of the order before it is processed by submitting your order change request via the Email Form.

    5. Am I charged for pre-order or backorder items?
    Yes, our system automatically charges all orders placed through our website. If you have a pre-order or backorder item in your order, the order will remain on hold until the item is available again. For more information on this, please see our Orders section of the FAQs.

    6. Why was I charged when the item was discontinued?
    Our website is not currently dynamic, so it does not automatically update to reflect current inventory. While we are working on this issue, there may sometimes be a slight delay between when a product runs out of stock at our facilities and when this information can be updated to reflect the discontinuation on the website. Our Customer Service Team will notify you of any discontinuations so that you may choose how to proceed with your order.

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    > Return Policy

    1. The BoxWave Promise
    At BoxWave, we desire 100% customer satisfaction, and because we have faith in all of our products, we constantly seek to improve our products and services to you with a customer satisfaction guarantee.

    We have a 30-day money back return policy for any products purchased directly from BoxWave Corporation. You may return any products with an RMA number for a replacement or refund within 30 days from the delivery date. In order to receive a refund or exchange, you must first obtain an RMA from BoxWave customer service to be included in the returned package.

    To receive a full price refund or exchange, a product must be in restockable condition as determined by BoxWave Corporation upon inspection of the actual product returned. For a product to be restockable, it must be in its original packaging with all parts and accessories in clean, unused and undamaged condition. The returned package must also include a valid RMA number as issued by BoxWave Corporation prior to the return.

    Any returned package that does not meet the above requirements are not guaranteed a refund or exchange and cannot be returned to the sender. However, you may still be granted an exchange or refund after a 15% or 25% restocking fee is charged, depending on the condition of the returned item(s).

    Shipping and handling charges are only refundable if a return was a result of manufacturer defect or failure, damage in transit, mis-shipment or falsely advertised products as determined by BoxWave Corporation and therefore indicated in the RMA.

    Unexpected shipping delays due to adverse weather, natural disasters, or other unscheduled events, etc., are beyond our control. Shipping fees for such shipments will not be refunded or discounted.

    If an order is returned with postage due, this amount will be deducted from the refund.

    Please note a few rules on specific products with regards to the return policy:

  • Any ClearTouch products with its plastic backing sheets removed or re-attached at any time are not returnable

  • Software purchases are not returnable or refundable

  • Any "Final Sale" products noted as “No exchanges or returns on this item” are not returnable, refundable, and exchangeable.


  • By returning an item (or items) back to us, you are agreeing to the return policy terms and conditions.

    2. Product Warranty
    All products purchased from BoxWave Corporation are covered by a 100-day warranty against any manufacturer defects or failures. You may request an exchange for a replacement within 100 days of the invoice date. You have 2 options for receiving your replacement:

    Straight Exchange: A replacement can be sent immediately and then we will bill your account / credit card. Once the defective item has been received at our warehouse from you, we will refund your account / credit card.

    Advance Replacement: When the defective item is received at our warehouse we will then send you a replacement.

    Please submit your request via the Email Form with detailed description of the manufacturer defects or failures of the product(s) you received.

    3. Is it mandatory to have an RMA number in order to return a product to BoxWave Corporation?
    Yes. You must obtain a Return Merchandise Authorization ("RMA") number within the applicable return or warranty period. BoxWave Corporation will not accept returns without prior authorization and an RMA number. Customer should prominently display the RMA number on the shipping label of the box containing the returned product.

    4. How do I acquire a Return Merchandise Authorization number (RMA #)?
    Please submit your RMA request via the Email Form with detailed description on the reason for your return as well as if you would like to receive a refund or exchange.

    5. Is it necessary to return each individual accessory that came with the product when I send in a return?
    Yes. All original products, accessories, and packaging must be returned with your item in undamaged, unused, and clean condition in order for BoxWave Corporation to process any RMA.

    Products that are returned incomplete, damaged, used, or are not returned in their original packaging will require a 15% or 25% restocking fee, depending on the condition of the returned item(s). This restocking fee is final. Subsequent return of missing items will not reverse this deduction.

    6. What is the return policy on bundle purchases?
    You may return bundle purchases in accordance with our regular Return Policy.  If you are unsatisfied with an individual item you purchased as part of a bundle package, you may return that item separately.  The return of selected item(s) will void any special bundle pricing and the item(s) remaining in possession of the customer will be charged at the individual item's standard price.  The credit to the customer will be the difference between the total standard price of the individual item(s) kept by the customer from the amount of the bundle price.

    7. Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
    It takes approximately two business days for us to process a credit back to your credit/debit card and 2-3 business days for it to appear on your statement.

    8. Approximately how long does it take for BoxWave to process an RMA?
    It takes 2-5 business days for us to process and reship or issue a refund once we receive the product.

    9. How is a refund/credit applied?
    The credit applied is always issued back to the credit card that was used in the original order. In the case that the initial order was paid by check or money order, we will issue a check or other preferred method for the refund amount.

    10. How do I return my order?
    You must submit a request for an RMA before returning your order. Please read through our return policy prior to submitting your RMA request. Access your order detail page and click “return items from this order”, then follow the steps to submit your request. Once you’ve received an RMA, please send your package including the RMA number to the following address:

    BoxWave Returns
    ATTN: RMA # (write your RMA number here)
    11410 NE 124th St #703
    Kirkland, WA 98034-4305
    United States of America

    11. How do I cancel my order?
    You can submit your order cancellation request via the Email Form. We strive to respond and process these requests quickly. However, please note that we cannot cancel any orders that are already processed. Your order is essentially finalized as it is placed, we cannot compensate for any order cancellation requests submitted but not granted.

    12. BoxWave Holiday Return Policy
    Gift purchases placed between November 18, 2013 and December 24, 2013, will qualify for our extended holiday return policy. Once you have obtained your RMA from BoxWave Customer Service, you may return these purchases through January 31, 2014. Please note that the return process and other restrictions will remain the same.

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